As an Assistant Manager for Critical Parts Management, you are responsible for providing customer service and support on escalating critical parts for responsible markets within APAC region. This includes liaise with internal and external partners, which consist of Mercedes-Benz local headquarters, CAC Maastricht, Global and Regional Logistic Center, market’s Parts Distribution Centre and Retailers to solve complex issues, process and resolve cases/request/incident whenever possible as 1st Level Support to provide best customer experience to our customers.
Customer Support/Problem Solving
1. Resolve escalations on several levels and priorities, (back) order management, reverse and return logistics related issues for all Mercedes- Benz business units (passenger cars and vans.
2. Appropriate usage of available resources and documentation of business related activities in relevant system (e.g. ticketing system)
3. Assess requirement to involve Technical Specialists and/or Management and delegate / escalate according to process when required. Ensure correct activity documentation and routing of delegation via the appropriate systems
4. Ensure complete, accurate documentation of all related issues like fast lane, bottleneck escalation and shortage request handling, according to specific data requirements of each request, to facilitate the case handling and to provide other parties involved with the relevant information.
5. Special case, order management & proactive case handling related to bottleneck parts including all relevant requirements
6. Special manual order handling national and international e.g Referral
7. Communicate directly with the retail in terms of bottleneck requirements, - escalations and Fast Lane
8. Handle cases based on the escalation level (end to end) to find the best solution for the customer
9. Act as a liaison contact person with the global and regional logistics centers in order to ensure smooth deliveries of goods
10. Clarify and initiate transport and shipment issues towards the appropriate dealers.
Market Liaison
1. Be the point of contact for Market Logistic Center to handle critical parts escalations.
2. Provide status update to Market’s management in terms of backorder status and critical cases reported.
3. Provide dealers latest updates on critical parts escalations and update dealers on initiatives handled for the Market via dealer conferences.
Analytical and Reporting
1. Analyze and investigate logistic issues using own knowledge, computer applications, databases with other Mercedes-Benz entities and external partners
2. Continuously monitor assigned/open cases to ensure timely investigation and response to support requests and departmental reporting commitments to Mercedes-Benz internal partners
3. Plan, develop and execute Retail trainings in terms of Critical Parts Topics
Continuous Improvement
1. Ensure continuous update of own information and relevant knowledge regarding supported products, tools, Mercedes-Benz processes and information systems.
2. Ensure changes to service-relevant MB Malaysia operational procedures are incorporated in own work
3. Lead or co-lead topics relevant internal initiatives such as Robotic process automation (RPA), communication topics and Grounded Vehicle
Education level / Training
· University degree in Logistics or Business Administration/Engineering or other similar experience
· Strong identification with Mercedes-Benz organization
· Good computer literacy (MS Windows Office)
Experience (type of)
· Minimum of 3 years work experience in customer service, automotive industry, supply chain planning, logistics environment or comparable
· Good understanding of interactions between demand and supply in the logistics chain
· Experience in work planning and analysis as well as reporting work
· Experience in customer support/ problem solving or business process
Specific knowledge/ Skill
· Excellent communication skills
· Fluent in Mandarin and English, both verbal and in writing
· Fluency in either Japanese, Korean, Thai or Vietnamese is an added plus
· Experience in customer support / problem solving business processes
· Good interpersonal skills and able to work as a team
· Creativity when handling problems independently
· Strong identification with the Mercedes-Benz organization
· Knowledge of Mercedes-Benz products and their parts
· Ability to understand the relationship between internal and external processes
· Ability to understand interactions between demand and supply in the logistics chain
· Handling escalations in combination with regular workload without detriment to own stress level
· Acts as a “brand ambassador” with a strong customer focus
· IT knowledge (basic knowledge & MS Windows/Office)
